Customer Care Specialist

Customer Care Specialist

The Customer Care Specialist is responsible for demonstrating high-quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction. The Customer Service Specialist is responsible for handling escalated, more complex customer inquiries that require advanced troubleshooting skills and in-depth product knowledge, often involving technical issues beyond the scope of a Tier 1 agent, by providing solutions through phone, email, or chat, while maintaining high customer satisfaction and adhering to established service level agreements (SLAs).

Essential Duties:

• Daily Audits/QA:
  Execute thorough audits and quality assurance reviews of a minimum of 40 cases or calls per day, maintaining an average performance at this level.
• SLAs Compliance:
  Ensure strict adherence to Service Level Agreements (SLAs) for all Level 2 cases, with a 5-minute response rule for urgent cases and a 24-hour timeframe for all other inquiries.
• Social Media Response Time:
  Maintain an average response time of 16 hours for social media interactions daily.
• Phone Queue Oversight:
  Monitor and manage phone queue to address call overflow, ensuring efficient call handling.
• System Login Protocol:
  Log into the phone system at the commencement of your shift and log out at the conclusion, adhering to system usage protocols.
• Genesys Etiquette:
  Follow established Genesys phone queue etiquette by correctly utilizing status indicators such as Available, Busy, Away, Break, Meal, Meeting, and Training.
• Error Reporting in Salesforce:
  Immediately report any minor to major errors identified in Salesforce cases to ensure prompt resolution.
• Compliance with Marketing and Policies:
  Develop a thorough understanding of and adhere to marketing initiatives and organizational policies.
• Digital Analytics Utilization:
  Leverage digital analytics to formulate strategies to enhance SLA performance and customer satisfaction.
• Advanced Inquiry Management:
  Address and resolve advanced customer inquiries through phone, email, and chat with a high level of expertise.
• Maintenance and Testing:
  Conduct moderately advanced maintenance and testing activities to ensure the proper functioning and upkeep of customer products and programs.
• Handling Complex Inquiries:
  Manage and resolve more complex inquiries that surpass the capabilities or knowledge of first-level customer care representatives.
• Collaborative Work:
  Collaborate effectively with other Customer Care Agents, Supervisors, and Management to determine the appropriate escalation or transfer of inquiries, ensuring prompt routing.
• Reporting and Analysis:
  Identify and report unusual or repetitive customer inquiries, complaints, or misinformation to Supervisors for further action.
• QA and Audits:
  Perform audits and quality assurance checks on Level 1 customer care agent cases to ensure compliance and accuracy.
• Documentation of Escalated Cases:
  Document and monitor the status of escalated Level 2 cases, ensuring proper resolution and maintaining comprehensive records for referral and historical purposes.
• Mandatory Training:
  Attend and participate in mandatory training sessions to remain current with updates to products and company policies.
• Policy Application:
  Apply company policies to determine whether an immediate resolution is possible or if escalation for managerial input is necessary.
• Customer Record Management:
  Comply with company standards for updating and retaining customer records.
• Ownership and Accountability:
  Assume responsibility and ownership of issues and their resolution with minimal supervision, demonstrating a high level of independence and accountability.
• Internal Stakeholders:
  Collaborate with various internal teams, including marketing, IT, and customer service, to ensure seamless communication and resolution of customer issues.
• External Stakeholders:
  Engage with customers through multiple channels (phone, email, chat, social media) to address and resolve their inquiries and concerns, ensuring a high level of customer satisfaction.
• Cross-functional collaboration:
  
  Work closely with other departments to gather necessary information and provide comprehensive solutions to customer issues.
• Feedback Loop:
  Provide feedback to internal teams based on customer interactions to help improve products, services, and processes.

Job Requirements:

• Bachelor's degree in marketing or communications preferred.
• 3+ years' experience in Customer Relations or Reputation Management. Focus on Social Media experience is preferred.
• Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance to maintain efficient and effective customer support.
• Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active…